We are looking for an **Associate Delivery Manager** to join our dynamic team.
RESPONSIBILITIES
- Supervise and enable help desk technicians to respond efficiently to inbound calls and tickets
- Lead a business organization efficiently
- Own support issues and engage necessary expertise
- Resolve escalations adeptly and excel in customer communication
- Monitor support trends and optimize processes continuously
- Ensure top-notch quality management and adherence to service level agreements
- Spearhead career development and performance evaluations for the team
- Cultivate leadership capabilities within the team
- Organize team work schedules and maintain process documentation
- Uphold policy and procedure compliance within the team
- Formulate influential operating policies
- Establish operational standards for the team
- Independently manage teams and daily operations confidently
- Fulfill the role of a senior service desk manager
**REQUIREMENTS**:
- Minimum 7 years’ experience in roles such as Developer, SysAdmin, or DevOps managing complex environments
- Background in managing multiple IT service clients and large teams (20+ resources)
- Proven track record in managing customer escalations, contracts, and team rotations
- Strong capability to identify and address customer-specific needs
- Demonstrated ability to foster a strong team environment
- Expertise in coaching and mentoring team members
- ITIL Foundation certification (v3 or higher)
- Demonstrated creativity, maturity, and proactive problem-solving attitude
- Detail-oriented with ability to manage escalated incidents and adapt quickly
- Proficiency in creating clear, high-quality deliverables
- Experience handling human factors and delivery complexities effectively
- Capability to define realistic mid and long-term roles for the team, manage constant changes, and deploy new services efficiently
WE OFFER
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more